Assistant Call Center Manager

Assistant Call Center Manager

The Assistant Call Center Manager assists with oversight of all administrative operations in the call center, will effectively manage all assigned administrative duties and staff and supervises all assigned support staff. This role ensures the effective execution of call center operations, fosters team development, and drives performance excellence to meet organizational goals. The Assistant Call Center Manager serves as a key resource for communication and coordination across all call center functions, focusing on enhancing the patient experience and streamlining processes. This position requires strong leadership, operational management, and a commitment to providing world-class support to both patients and internal stakeholders.

Essential Duties And Responsibilities :

• Performs job in accordance with Company Mission, vision, and goals.
• Exercises confidentiality in all areas, abiding by HIPAA rules and regulations.
• Organizes all administrative functions and is responsible for efficient day-to-day functioning of related staff.
• Is responsible for staff schedules and ensuring coverage in the absence of a staff member. Schedules for appropriate overage and utilization of support staff.
• Fosters a positive and professional work environment that encourages collaboration, accountability, and high performance.
• Assists in the development and implementation of processes, policies, and procedures to optimize efficiency and effectiveness.
• Coaches and mentors call center staff, identifying training needs and providing ongoing development opportunities.
• Monitors call center operations to ensure compliance with service level agreements (SLAs), quality standards, and productivity metrics.
• Maintains accurate documentation of team performance, attendance, and disciplinary actions.
• Conducts regular performance evaluations, delivering constructive feedback to support employee growth.
• Collaborates with scheduling and referral teams to ensure appointment accuracy and adherence to scheduling policies.
• Acts as a patient advocate, ensuring a setting that protects the rights of the patient and provides an atmosphere that does not compromise the patient's physical or mental wellbeing, safety or dignity.
• Oversees the proper handling of patient medical records, as required under HIPAA regulations.
• Serves as a liaison between call center staff, management, and other departments, fostering open and effective communication.
• Oversees the inventory and ordering of necessary office supplies to support call center operations.
• Generates, reviews, and distributes daily, weekly, and monthly performance reports, identifying trends, risks, and opportunities for improvement.
• Presents actionable insights to Call Center management to drive strategic decision-making.
• Supports Call Center management in implementing new technologies, integrations, or operational changes.
• Steps into representative roles, as needed, to ensure continuity of service during staffing shortages or high call volumes.
• Effectively handles patient complaints in a timely and appropriate manner, providing guidance and solutions while maintaining patient and provider satisfaction.
• Ensures that timecards are accurate for payroll and ensures all timecards are reviewed / approved by staff by appropriate deadlines.
• Follows instructions; responds to management direction; accepts personal responsibility for actions, performance, and results; keeps commitments; completes tasks on time or notifies appropriate person with alternate plan.
• Independently works though situational issues and uses problem solving skills to achieve desired outcome.
• Participate in and complete all required trainings and in-services.
• Perform other duties as assigned.

Minimum Qualifications :

Preferred Qualifications :

Driving / Travel :

The employee must have reliable transportation. While the primary workplace may be closest to the employee's home, work assignments could be in any of the Company's locations.

Compensation And Benefits :